Hours Collection Reviews 55

My son ordered two pairs of shorts. We sent an email to customer service, the day he received them, to enquire about returning them for a smaller size. Their website states that you cannot return clothing before first connecting with customer service and you have 14 days for returns. 3 days go by. No response. I email again (friendly email stating that I’m just reaching out about the return process again). They then respond, telling me that because I emailed them a second time vs waiting for them to respond to my initial email, we are now being placed at the back of the queue. WTF is that?! So now, it’s been over a week, and no response from HOURS. Not impressed and will not be ordering from them again due to really shitty customer service.

April 8, 2026 Update:
1. I got a personal email from the CEO which was appreciated. He was open to suggestions.
2. I got the exchanged pants in less than 5 days from when I shipped the return. They fit and look great. I appreciated the quick turnaround.

As a result, I'm bumping my review to 4 stars (up from 2). I genuinely like the clothing and I appreciate the speed and responsiveness of the company. With a couple of minor adjustments to the return policy, I would consider buying again.

Original post: March 18, 2026
I'll start with the Good:
1. The quality and style of the clothing was great. Thick and comfortable fabrics. I got a couple of pairs of sweat pants (adult mediums) and a hoodie (adult medium).
2. Customer service was responsive within 24 hours of two different email requests (a late package and a return/exchange)

The Not-So-Good:
1. The package arrived a week late.
2. One pair of medium sweatpants was significantly larger and longer than the other.
3. The return policy is terrible. Have a read: hourscollection.com /pages/return-policy
No refunds, only store credit. You have 14 days to return it. You have to notify them before returning it. Then email the tracking number once it is shipped by your favorite shipper. The cost for a tracked package, ground shipping a single pair of pants was US$21 (1/3rd of the cost of the pants). They have to receive it. Inspect it. And then, if all goes well, they'll ship you an exchange within 3-5 business days. That could take 2-3+ weeks to do an exchange.

One thought for whoever is reading this at Hours: I see this from other boutique retailers, have an "insurance" product add-on as an opt-in or opt-out at check-out. It's $6-7 that a buyer can add to cover them in case they need to return anything. That way, you can better cover the returns and improve the customer experience.

In the meantime and until something changes, while the clothing is nice and I wish them well, I won't order anything again given this experience. It's just not worth it if it doesn't fit.

Hours is really great, and they make really nice blanks that you can wear everyday. Everything is really high quality and has great structure.

I've ordered from here 3 times already, amounting near 1000$. Every single time its taken a quick 2 weeks to get to my house with little to no issues. There was only 1 issue that happened ever, it was a single missing garment and my entire order was refunded. Customer service was super concise and clear. The clothes is amazing and by the way its common sense to not dry 100% cotton clothing

Saw the brand on tiktok, was pretty excited to try it out. I got two hoodies (50 each) and sweatpants on sale. The sweatpants were very thick which i liked, kinda weird that it only had one pocket on the right side though. Hoodies were bad quality. Silhouette is nice but stitches were already falling apart. Definitely not worth it for the money, hollister is way better quality.

The most deserved 1 star I’ve given

Waited a month and nothing arrived only to message them on instagram and they told me it was coming. They didn’t even bother looking into it they just saw my screenshot and said it was scanned therefore I should wait.

Then I emailed explaining my frustration and they admitted it was lost. After requesting a refund they sent me back the wrong amount. I emailed and told them they owed me more money and they sent back the wrong amount AGAIN. The levels of incompetence in this company is amazing and I’m shocked they’re able to survive. after all of this they still owe me money so I’ve had to go to my bank instead.

Very good quality clothes, affordable , great discounts, & fast shipping (if any delay, you can always hit them up thru email, instagram or discord and they would for sure help you!), lwkey wanna gatekeep the brand but its too good they need more hype🗣️👌😮‍💨 they run extra baggy in the sweats so I size down in the sweats if that helps!

I’ve been shopping with them for years. Shipping is fast. Any issues are resolved immediately. The owners are easy to communicate with. & the product is TOP NOTCH. As someone who has paid top dollar for designer brands, nobody comes close to Hours Collection when it comes to quality vs affordability. I incorporate Hours blank garments in almost all my outfits every single day, whether it’s a pair of sweats or a T-shirt. I love this brand & will stand behind them forever. My oldest son is getting to the size where “small” fits him, so it’s time for me to splurge on his wardrobe & best believe all of his blanks will be from Hours Collection.

Hours collection is my favorite brand. High quality clothing for an affordable price. I’m looking forward to buying again. I got the grey 1/4 zip in the mail the other day and it’s one of my favorite pieces from the website.

I've been buying from Hours for almost 2 years now and they've been nothing but great! Awesome community, quality clothes, and a super helpful support team. The one issue I've had with them was instantly resolved and very streamlined. Definetly recommend!

The products don't take forever to ship, sustainable with good materials, and isn't too expensive.

I have ordered many times from this brand and I've had nothing but great experiences with the brand. From shipping, quality, and customer service, everything has been top notch. All the pieces I've purchased they've been heavily complimented and people always ask me where to get it from. Would 100% recommend.

This company will never scale due to their return process. Their return process is so antiquated and will be the last time I purchase something from their website. I have two teenage boys that are into their product but I'm having to steer them to other options. I don't have the time and/or energy to attempt to refund products. It requires several emails back and forth and then you're responsible for shipping the items back to their Buffalo location. The shipping amount is approximately 30% of the cost of what I purchased. Invest your money with a designed that values customer experience and loyalty. Hours mentality is one and done and they won't be around in a year.

The return process is horrible and fyi, you cannot get a refund, only exchange or store credit, even if your return is unworn and sent within 14 days (their return window).

I ordered a hoodie during the black friday weekend as a Christmas present and I still have not received it. They have not even given it to the carrier. There customer support is just an AI sending emails saying there is nothing they can do and to just wait even though the have the hoodie and refuses to process a refund. Actual scam

Order on Thanksgiving. Been a month still has not arrived. Said they had an inventory system issue but has gone silent now. Have no idea if my item will ever come ignoring the fact it was for thr Holidays. These drop ship social media brands need to have some better oversight. At this point I am feeling like they took my payment as way to float cash. If the products were not truly in stock they should have said that and or not taken an order. Also not responding to customers when they say they respond in approximately 48 hours is not reassuring. Can't use the Holidays as reason to have bad customer sevice.

2 weeks - still no shipping information. 2+ days for their support to respond.

DO NOT ORDER FROM HOURS COLLECTION - they are too niche and cannot manage their delivery process.

The return process is pretty horrible theres no way to go through there website you have to go back and forth with them through email and YOU have to pay to ship it back when they made the mistake...

Not to mention I scheduled the trade in and its now been over a week and I still haven't gotten the tracking code. Its still not even on the way.

Took over a month for my black friday order to ship everything. Otherwise, ordering and shipping has been fine and quick. Clothes feel great quality and are very nice. Would be nice if they had more support as sometimes it takes 2-3 days just for a response when a response is needed much sooner

I’ve been a fan of HoursCollection for years now, and I can honestly say they’ve become favorite brand. I first tried them back in 2022, and ever since that first order I’ve kept coming back.Their overall clothing quality is great and that’s what stood out to me the most, but the items that truly stand out to me are:
Their hoodies, both the drop shoulder and cropped styles are amazing. The fit, comfort, and quality are always on point. Their baggy sweatpants are super comfortable, perfect oversized look, and they hold up really well over time. And one of their newer drops their hats. They nailed it. Clean design, great fit, and they match effortlessly with the rest of their pieces. Every purchase I’ve made has been consistent in quality, fit, and style. And if for some reason you don’t like the quality or fit they will always let you return within their time period for an exchange at no cost or a gift card. I’ve done this multiple times and have never had an issue with their support team. So If you’re looking for a brand that delivers comfort, style, and reliability, Hours Collection is definitely worth checking out.